Ingenia promotes a safe a welcoming community for our guests and residents.
Our 22 Ingenia Holidays parks are located across the east coast of NSW and QLD and are focussed on providing more than just comfortable accommodation. We welcomed over 820,000 guests to our parks in FY20.
Our commitment to creating community is reflected in our focus on providing guests with great breaks in great places
The COVID-19 pandemic and the impact of bushfires on some of our NSW South Coast parks demonstrate the importance of maintaining a proactive approach to stakeholders during times of crisis.
At all times our teams operated to ensure the safety and wellbeing of guests. This included providing clear information on our safety procedures and implementing changes in line with Government and authorities direction. We maintain constant communications with guests through direct communication, regular updates on our website and through our social media channels.
We have implemented a number of changes across our holiday parks including.
- Contactless check-in
- Enhanced cleaning and sanitisation of surfaces and high touch areas
- Installation of hand sanitisation stations and additional signage.
Engagement with our Guests
Guest engagement is extensive, and extends from initial enquiry through to post stay surveys.
With many repeat guests and a range of contact points we seek to understand our guests’ needs, their experiences at our parks and to constantly evolve our service and offer.
The recent introduction of Woolworths online delivery direct to guest cabins pre arrival and changes to our processes in response to COVID-19 as outlined above were key initiatives implemented in FY20 to respond to guest needs and enhance guest experience.
FY21 focus – continuing to meet guest needs
New initiatives for FY21 include:
- Tracking of Overall Guest Satisfaction. This will allow greater insight into overall stay experience alongside willingness to recommend
- Experience Oz – an experience aggregator that can connect customers to local and regional experiences unique and relevant to Ingenia Holidays locations
In FY20 the Holidays portfolio welcomed 823,000 unique guests.
- Approximately 93% of guests are domestic
- Major guest groups:
- Young Families
- Grey Nomads (travelling seniors)
The net promoter score for the holidays business demonstrated 7 months of consecutive improvement from July 19 to February 20. This score, and regular feedback through social media, Trip Advisor rankings and direct guest feedback provide insights used to improve guest satisfaction and, ultimately, drive repeat business.
To find out more about our Holiday Parks click here.